Marlinda Dini Hapsari, Jeni Wulandari, Fenny Saptiani
{"title":"IDENTIFIKASI KOMPETENSI CUSTOMER SERVICE PADA BANK PERKREDITAN RAKYAT DENGAN METODE JOB COMPETENCY ASSESMENT (JCA)","authors":"Marlinda Dini Hapsari, Jeni Wulandari, Fenny Saptiani","doi":"10.23960/jpb.v5i1.37","DOIUrl":null,"url":null,"abstract":"This study aimed to identify customer service competencies using the Job Competency Assessment (JCA) Method. This type of research uses a qualitative approach. Qualitative research obtains research subjects from informants using purposive sampling technique, namely the amount of information as much as 9 people according to selected criteria that are relevant to the research problem. Data analysis in this study was obtained from interviews, observation and documentation. At the interview stage the researcher used the Job Competency Assessment (JCA) Method to assess the competencies possessed by individuals. Based on the results obtained, it shows that there are 10 CS competencies in Bank Eka namely attention to clarity of tasks (attention to order), customer orientation (customer service orientation), enthusiasm for achievement (achievement orientation), self-control (self-control), impact and influence (impact and influence), empathy (interpersonal understanding), self-confidence (self-confidence), ability to direct (direction), special skills (personal expertise), cooperation (teamwork), 4 out of 10 competencies appears. The most concerned are clarity of tasks (attention to order), customer oriented (customer service oriented), passion for achievement (achievement orientation), self-control. This competency can later be more challenging, maintained and improved. \nABSTRAK \nPenelitian ini bertujuan untuk mengidentifikasi kompetensi customer service dengan menggunakan Metode Job Competency Assesment (JCA). Jenis penelitian ini menggunakan pendekatan kualitatif, dengan jumlah informan sebanyak 9 orang yang ditentukan secara purposive. Teknik pengumpulan data menggunakan Behavioral Event Interview (BEI), observasi dan dokumentasi. Berdasarkan hasil penelitian, terdapat 10 kompetensi pada CS di BPR, dengan kompetensi prioritas pada kompetensi perhatian terhadap kejelasan tugas (concern for order), beriorientasi kepada pelanggan (customer service orientation), semangat untuk berprestasi (achievement orientation), pengendalian diri (self-control). Sementara kompetensi pendukung lain yakni kompetensi dampak dan pengaruh (impact and influence), empati (interpersonal understanding), percaya diri (self-confidence), kemampuan mengarahkan (directiveness), keahlian khusus (personal expertise), dan kerjasama (teamwork), \n ","PeriodicalId":183736,"journal":{"name":"Jurnal Perspektif Bisnis","volume":"69 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2022-05-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Jurnal Perspektif Bisnis","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.23960/jpb.v5i1.37","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
This study aimed to identify customer service competencies using the Job Competency Assessment (JCA) Method. This type of research uses a qualitative approach. Qualitative research obtains research subjects from informants using purposive sampling technique, namely the amount of information as much as 9 people according to selected criteria that are relevant to the research problem. Data analysis in this study was obtained from interviews, observation and documentation. At the interview stage the researcher used the Job Competency Assessment (JCA) Method to assess the competencies possessed by individuals. Based on the results obtained, it shows that there are 10 CS competencies in Bank Eka namely attention to clarity of tasks (attention to order), customer orientation (customer service orientation), enthusiasm for achievement (achievement orientation), self-control (self-control), impact and influence (impact and influence), empathy (interpersonal understanding), self-confidence (self-confidence), ability to direct (direction), special skills (personal expertise), cooperation (teamwork), 4 out of 10 competencies appears. The most concerned are clarity of tasks (attention to order), customer oriented (customer service oriented), passion for achievement (achievement orientation), self-control. This competency can later be more challenging, maintained and improved.
ABSTRAK
Penelitian ini bertujuan untuk mengidentifikasi kompetensi customer service dengan menggunakan Metode Job Competency Assesment (JCA). Jenis penelitian ini menggunakan pendekatan kualitatif, dengan jumlah informan sebanyak 9 orang yang ditentukan secara purposive. Teknik pengumpulan data menggunakan Behavioral Event Interview (BEI), observasi dan dokumentasi. Berdasarkan hasil penelitian, terdapat 10 kompetensi pada CS di BPR, dengan kompetensi prioritas pada kompetensi perhatian terhadap kejelasan tugas (concern for order), beriorientasi kepada pelanggan (customer service orientation), semangat untuk berprestasi (achievement orientation), pengendalian diri (self-control). Sementara kompetensi pendukung lain yakni kompetensi dampak dan pengaruh (impact and influence), empati (interpersonal understanding), percaya diri (self-confidence), kemampuan mengarahkan (directiveness), keahlian khusus (personal expertise), dan kerjasama (teamwork),
本研究旨在运用工作胜任力评量法(JCA)来辨识顾客服务胜任力。这种类型的研究采用定性方法。定性研究采用有目的的抽样技术,即根据选定的与研究问题相关的标准,从提供信息的人中获得多达9人的信息量,从而获得研究对象。本研究的数据分析采用访谈法、观察法和文献法。在访谈阶段,研究者使用工作胜任力评估(JCA)方法来评估个体所拥有的胜任力。根据所获得的结果,它表明Eka银行的CS能力有10个,即注意任务的清晰度(注意顺序)、客户导向(客户服务导向)、对成就的热情(成就导向)、自我控制(自我控制)、影响和影响(影响和影响)、同理心(人际理解)、自信(自信)、指挥能力(方向)、特殊技能(个人专长)、合作(团队合作)、10项能力中出现了4项。他们最关心的是任务清晰(注意秩序)、以客户为导向(以客户服务为导向)、追求成就的热情(以成就为导向)、自我控制。这种能力在以后会变得更具挑战性,需要维护和改进。[摘要]基于岗位胜任力评价(JCA)的客户服务岗位胜任力评价方法。Jenis penelitian ini menggunakan pendekatan kuititatif, dengan jumlah informan sebanyak 9 orang dientukan secara有目的。行为事件访谈(BEI),观察与文献。Berdasarkan hasil penelitian, terdapat 10 kompetensi pada CS di BPR, dengan kompetensi priorities pada kompetensi perhatip terhadap kejelasan tugas(关注订单),beriorientasi kepada pelanggan(客户服务导向),semangat untuk berprestasi(成就导向),pengendalian diri(自我控制)。Sementara kompetensi pendukung lain yakni kompetensi dampak dan pengaruh(影响和影响)、empati(人际理解)、percaya diri(自信)、kemampuan mengarahkan(指性)、keahlian khusus(个人专长)、dan kerjasama(团队合作)、